Service Desk Manager

7 days ago

Bangsar South, Malaysia Tally Sdn Bhd Full time

Job Scope
- Oversee daily operations of the IT Service Desk, including monitoring performancemetrics, ticket trends, and shift staffing to ensure balanced workload and optimal teamcapacity.
- Address SLA concerns by evaluating key metrics and ensuring targets are met monthly(end month)
- Act as the main escalation point for incidents and service requests—potentially spendingup to 50% of the time managing escalations and customer satisfaction issues.
- Monitor incoming tickets and calls to identify broader trends, dependencies, and areasrequiring attention
- Develop contingency plans for major incidents, manpower shortages, scheduled outages, or business events.
- Continuously review and respond to customer feedback to improve service quality.
- Identify training needs and provide ongoing coaching to ensure a high-performing supportteam for both office and retail operations.
- Manage vendor relationships and oversee procurement of tools and software needed bythe helpdesk.
- Analyse performance data to produce accurate reports and identify areas forimprovement.
- Lead internal and vendor service reviews to track performance, drive improvements, andenhance quality and processes.
- Ensure future demand from business growth and projects are factored into servicecapacity planning.
- Drive and track completion of Service Improvement Plans.
- Handle staff management including scheduling, recruitment, mentoring, training, goalsetting, and performance reviews.
- Provide regular and accurate management reporting on IT Service performance.
- Perform any other ad-hoc tasks as required by Management.

**Requirements**:

- Bachelor Degree or above in Information Technology, Computer Science, or a relateddiscipline
- 8+ years in IT Service Management/ Delivery, IT Operations, or Service Desk role
- Proven track record in managerial grade, 2+ years of team management (managing ateam with at least 20 staff).
- Certifications in ITSM platforms such as ServiceNow are a strong advantage
- ITIL Intermediate certifications (Service Transition, Service Operation, Continual ServiceImprovement) are highly desirable
- PMP certification is an added advantage
- Able to work independently, improve team quality, possess strong leadership and peoplemanagement skills, have strong analytical ability, and be capable of delivering effectivepresentations
- Additional certifications from Microsoft, VMware, AWS, or other major technology providers are also highly valued.

Working days
- Monday to Friday

Pay: RM2,851.99 - RM15,000.00 per month

Work Location: In person

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